Utter lack of sympathy

I have been with dotsure for a few years now, and its been good overall. However, I have recently experienced some discrepancies. I added the funeral service for both my dogs and when I spoke to the representative, I asked and made sure that everything would be covered (medical instruments, the visit, cremation, etc) and I was assured that I do not have to worry when the day comes.. Unfortunately, the day came and I paid and felt assured I don’t have to worry about the cost… meanwhile, I was only paid out 50% - I reached out twice (while griefing my loss) and both times I was told that the claim is processed correctly… but why? Why assure me that I don’t have to worry? There was also a gross lack of sympathy and awareness… At the very least, explain where the “misunderstanding” happened, rather than just “the claim was correct” Even after receiving the claim, I still received the generic check-up email … Surely, you would think euthanasia would have a sympathetic response… I also took my other dog to the vet since she has been nauseous and vomiting and again - no description of what was paid and what not - just the amount eligible for claim… and the representative also just confirmed its correct (surely they can see how the claim was processed?) I am very much considering cancelling the remainder of my policy. Dotsure used to be reputable… I’m not so sure anymore…